Intermediate Analyst, Application Support
Core
Central resource for large Enterprise systems problems, restoring normal service to users and managing incident/problem lifecycles.
Role type
Intermediate Analyst, Application Support (IT Service Desk)
Builds
Incident management systems, knowledge bases, user guides, and service reports for university enterprise applications.
Domain
Higher Education IT / Enterprise Application Support
Deliverable
client delivery
Required skills
Incident management, problem management, second-line investigation, system configuration, virtualization, storage administration, bilingual communication (French/English), documentation development
Preferred skills
Programming principles, operating system principles, customer service experience, analytical skills
Technologies
Enterprise systems, virtualization technologies, storage systems, CMS
Responsibilities
Manage major incidents and conduct post-mortems; develop and maintain incident management processes; triage incidents to application managers; act as support analyst for Enterprise applications; produce statistics and management reports to improve service quality.
Seniority
Intermediate, hands-on IC
